This position is located within the VA Central Iowa Health Care System in Des Moines, Iowa providing supervision and management of centralized telephone operations, and providing telephone customer service to incoming and in-house calls for the health care system.
To meet the minimum qualifications of this position, all applicants must meet the following: SPECIALIZED EXPERIENCE: At least one (1) full year of specialized experience equivalent to at least the next lower grade level (GS-5) in the Federal Service that has given me the particular knowledge, skills, and abilities required to successfully perform the duties of this position. Specialized experience includes supervising or leading others in administrative work that involved answering telephone calls within a large organization; working as telephone operator, obtaining the necessary information to direct calls appropriately; communicating effectively using clear enunciation; using computers and/or telephone systems/equipment to provide support and assistance; and working efficiently under pressure of time and stressful conditions. NOTE: Applicants wishing to receive credit for such experience must clearly indicate the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. You will be rated on the following Competencies as part of the assessment questionnaire for this position: Customer Service (Clerical/Technical) Information Management Manages Human Resources Telecommunications IMPORTANT: A full year of work is considered to be 35-40 hours of work per week. All experience listed on your resume must include the month and year start/end dates. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. PHYSICAL REQUIREMENTS: The work requires minimal physical effort and is mainly performed in an office setting, there is slight physical effort required such as standing, walking, bending, sitting but efforts primarily consist of talking on the telephone and typing. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.
***THIS IS NOT A VIRTUAL POSITION, YOU MUST LIVE WITHIN OR BE WILLING TO RELOCATE WITHIN A COMMUTABLE DISTANCE OF THE DUTY LOCATION*** Supervisory Duties: Provides overall supervision of the unit, accurately evaluates results, and enhances procedures to meet workload demands; Coordinates program implementation and management with higher organizational levels and prepares required and requested reports and information; Compiles data and creates understandable visual display and reports for executive leadership; Identifies and keeps Central Iowa aware of any anticipated changes in programmatic requirements that have a potential high impact to the organization; Performs the administrative and personnel management functions relative to staff supervised; Develop facility-specific training materials, as needed, and provide training within the facility to staff and programs, as required; Observes workers' performance; provides informal feedback, and periodically evaluates employee performance; Develops work improvement plans, recommending personnel actions as necessary; Effects disciplinary measures as appropriate to the authority delegated in this area; Telephone Operations Duties: Operates one of the console telephone systems within the main facility; Ensures that calls are promptly answered and are connected to the appropriate extension or pager; Provides local and national directory assistance service to personnel to expedite calls; Keeps inpatient contact list current, adding names of patients as they are admitted, transferred or Discharged; Arranges and completes conference call connections, including patient admissions, surgical Consents, etc.; Maintains on-call schedule for those areas such as pharmacy, radiology, tissue typing, dialysis, nuclear medicine, etc.; Establishes procedures for and transmits digital and voice messages via the radio page system; Responds to verbal requests and/or complaints from customers and resolves issues to the satisfaction of the requestor; Ensures all customers are served in a friendly and timely manner; Performs other related duties as assigned. Work Schedule: Monday through Friday, 7:00am - 3:30pm Recruitment & Relocation Incentives: Not authorized Critical Skills Incentive (CSI): Not Approved